FAQs


  • An agent ended the interaction, but the disconnect reason says end-user. Why?

    If the agent ended the interaction from a headset instead of the PureCloud user interface, then the disconnect reason can appear as “end-user” because the system interprets the disconnect request as coming from an outside source.

  • Are groups and chat rooms the same thing?

    While groups and chat rooms are similar, they are not the same. When an admin creates a group, PureCloud automatically creates a chat room with the same name. The admin can later delete the group, but the admin cannot delete the associated chat room.

  • Can data actions use XML rather than JSON?

    No. Data actions for the data actions integrations cannot transmit or accept XML. If you want the integrations to consume XML, Genesys recommends that you create an intermediary web service that can communicate with the XML endpoint.

  • Can I attach files to an ACD email message?

    You can attach most types of files to an ACD email reply except for these unsupported file types

    To attach a file, either drag and drop a file into the email reply field or select Attach a file and select a file from the browser window. For more information about attaching a file to an ACD email, see Work with ACD email.

    Note

    The maximum message size, including attachments: 10 MB per message (after base64 encoding).

    Messages exceeding 10 MB, including attachments, will bounce back to the sender. Messages larger than 10 MB that you try to send from PureCloud will yield an error. You can work around this limitation by including links to larger documents stored in PureCloud Documents. For more information about sharing a file within Documents, see About Documents and Share a file.

  • Can I block email from specific email addresses?

    You can block specific email addresses from sending emails to your agents. Create an email flow and add a Decision action to your starting state. 

    Within the Decision action, use the Email Builder to check the email sender name for the unwanted email address or addresses. If the email address matches the list, configure the action to disconnect those emails. Transfer all other emails to the desired queue.

    For more information, see About inbound email flows and About email rules.

  • Can I bulk download recordings from PureCloud?

    Currently, you can download one recording at a time from the PureCloud interface. For more information, see Download a recording.

    You can download up to 100 recordings at a time using the PureCloud API. For more information, see Recordings in the Developer Center.

  • Can I change the activity length from the shift view?

    In the shift view, hover at the beginning or end of an activity. When the cursor changes to a two-sided arrow, click and drag to resize it, extending or reducing the activity length. For more information, see Set up shift activities.

  • Can I change the default font that PureCloud uses for Chat?

    No, you cannot change the default font PureCloud uses for Chat.

  • Can I connect third-party chat clients to PureCloud chat?

    No. We currently do not support connecting PureCloud chat to third-party client applications such as Trillian, Adium, or Pidgin.

  • Can I delete my call history in PureCloud?

    No. Records in your call history are permanent. You cannot delete entries from your history.

  • Can I disable an invite link after I send it out?

    Yes. Toggle the Open Admission switch to OFF in the Organization Settings. See Configure invite links.Cancel invite link

  • Can I download media capture logs?

    No. The log files generated by enabling the Media Capture setting are encrypted and only accessible by PureCloud Customer Care personnel. You should only enable the Media Capture setting when you are working with PureCloud Customer Care personnel. Enabling it generates a HPAA Packet File Format (HPAACAP) file that contains live packet streams that can be used for diagnostic and troubleshooting purposes. For more information, see Enable media capture.

  • Can I enable voicemail on a standalone phone?

    No, PureCloud does not support voicemail for standalone phones.

  • Can I have multiple versions of a file?

    In Documents, you can replace an existing file with a new version of it. For more information, see About file versions.

  • Can I make and receive calls when I am logged off of PureCloud?

    If you have a physical phone set as your default phone, then you can make and receive calls on that phone even if you are logged off of PureCloud. Ask your administrator if you are unsure which phone is your default phone. If you are an administrator and want more information about how to assign a default phone to a user, see Assign a default phone

    If you do not have a physical phone set as your default phone and are logged off of PureCloud, then you can still receive calls to your phone number in PureCloud. Before you log off, enable call forwarding. PureCloud forwards any calls made to your PureCloud number to the number of your choice. 

  • Can I opt out of a PureCloud update?

    No. PureCloud strives to provide a consistent and continuous experience for all users, so we do not maintain multiple versions. All users always have the latest version. For more information, see Continuous delivery model.

  • Can I record an agent’s screen during non-ACD interactions?

    No, PureCloud can only record an agent’s screen during ACD interactions and, depending on the recording policy, after call work.

  • Can I remove my email address from my profile?

    You can change your email address, and you can add email addresses, but your profile must always have a primary email address.

  • Can I remove myself or someone else from a personal chat room?

    No. Users in a personal chat room are members of that group as long as the chat room exists. You can close the original chat room with the cancel symbol to the right of the chatroom name and then create a new chatroom that includes only the desired users.

  • Can I remove one-to-one and group chats from my chat list?

    You can close one-to-one and groups chats by clicking Close.

    Closing a chat moves that thread to your Recently Closed list, which keeps the most recent 20 threads you have closed. You cannot manually clear the Recently Closed list. Older chats fall off the list as you add newer ones.

  • Can I route to a different location based on a word in the subject line?

    To route to a different location based on a word in the subject line, use the “Contains()” function in a Decision action. For more information, see Navigate an email flow.

  • Can I route to a different location based on the sender’s email address?

    To route to a different location based on the domain-part of the sender’s email address, use the EmailAddressDomainPart() function in a Decision. This process might be helpful if you want to send help requests from internal employees to the employee queue, and requests from everyone else to the standard customer queue. For more information, see Navigate an email flow.

  • Can I specify the time zone PureCloud uses to stamp voicemail messages in the inbox?

    Not in PureCloud. PureCloud pulls the timestamp information on messages in your inbox from your machine’s (or browser’s) location and time zone. This information is based on the Coordinated Universal Time (UTC) when the message arrives.

  • Can I use a single call rule set with multiple rules in place of multiple call rule sets?

    It depends on how much you want to share across campaigns. The only reason to break up rules into different rule sets is if you don’t plan on using them all in the same campaigns. Example scenario: You created RuleA, RuleB, RuleC, and RuleD.  You want to use RuleA and RuleB in all campaigns. You want to use RuleC only in CampaignA and RuleD only in CampaignB. In this case, it would make sense to create three call rule sets: One with RuleA and RuleB, one with RuleC, and one with RuleD.

  • Can I use a trusted proxy certificate for content inspection with the Bridge Server?

    No. Because the security provided by the Bridge Server depends on mutual certificate authentication, the Bridge Server cannot support the use of intermediate proxy certificates.

  • Can I use SAML to create a single sign-on integration to PureCloud for my identity provider?

    PureCloud does not support custom Security Assertion Markup Language (SAML) integrations. As a SAML service provider, PureCloud uses a client integration strategy for SAML support and OpenID Connect Identity Providers (IdP’s). Instead of an open-ended approach that supports custom SAML integrations, PureCloud provides quick, client-side integrations to automate the authentication process with identity providers. This strategy limits the support burden on our developers and enables them to focus on new features for PureCloud customers. If PureCloud does not currently support your identity provider, let us know so that we can gauge market need and potentially add the integration. For supported single-sign integrations, see About single sign-on.

  • Can I use the Call button without PureCloud Communicate?

    Yes, you can use the Call button without a PureCloud Communicate license (which integrates with your phone system). This button can also launch a phone call application like Skype.Call button

    1. Click the Call button or a phone number from anywhere in PureCloud.Start a call with Collaborate
    2. First time only: Choose an application for handling phone calls. Exact instructions can vary depending on browser type.
      Note:  This sets the default for the browser or the Desktop app. You can also set a default for your computer by associating a default calling application with the Tel Protocol in your operating system settings.
      Select a calling application

  • Can PureCloud connect to another PBX?

    PureCloud can connect to any PBX that supports SIP. However, PureCloud cannot currently share data, such as status or prior input, with these PBXs. 

  • Can PureCloud for Chrome be used with other browsers?

    PureCloud for Chrome is not officially supported for use with other browsers.

  • Can PureCloud set callable times for callbacks?

    Setting callable times for callbacks only applies to campaign-related callbacks. This feature is not available for in-queue callbacks.

    You may decide to offer callbacks only during certain hours of the day. For example, between 9:00 AM and 2:00 PM. Configure this process in Architect by adding a Decision action before the Create Callback action. Configure the Decision action to check hours and then determine whether to offer a callback. For more information, see Create Callback data action.

  • Can the PureCloud WebRTC phone alert use my computer speakers but the call conversation use my headset?

    Yes. PureCloud sends alerts, such as incoming calls, to your default computer audio. The PureCloud WebRTC phone sends call audio to the speakers of your choice. To choose default audio devices for your computer, use your computer’s controls. To change the audio devices used during a web-based phone call, use the phone settings found where you select the PureCloud WebRTC phone as your phone.

  • Can we call a web service running on a port other than 443?

    No. For PCI compliance, the service that executes web services data actions only communicates on port 443.

  • Can we implement our own STUN/TURN server to proxy connections to PureCloud?

    No. There is currently no way to use a private STUN/TURN server. PureCloud leverages Google’s global network of STUN (not TURN) servers for faster and better NAT traversal. If you disable them, then you will experience broken or slow NAT traversal during the connection of features like video chat or WebRTC phones. 

  • Do data actions support mutual authentication of certificates?

    No. Data actions do not support mutual authentication.

  • Do data actions work with services using self-signed certificates?

    No. Self-signed certificates are not recognized as trustworthy.

  • Do I require a SIP proxy between the Edge and SIP provider?

    See Eliminate the SIP proxy between the Edge and SIP provider.

  • Do out of service hardware Edges receive automatic Edge software updates?

    Edges in the Out-Of-Service state still receive automatic software updates. Automatic Edge software updates require that the Edge is online.

  • Do short duration calls and surcharges apply to outbound dialing calls?

    Yes, outbound dialing calls are subject to the same rules for short duration calls as all standard outbound domestic calls.

  • Do short duration surcharges apply to inbound calls?

    No, short duration surcharges do not apply to any type of inbound call.

  • Do short duration surcharges apply to outbound international calls?

    No, by default, the billing minimum for an international call is 30 seconds. Therefore, short duration call penalty does not apply.

  • Do the PureCloud embedded clients allow users to click-to-dial on behalf of a queue?

    Absolutely! With PureCloud for Salesforce, PureCloud for Chrome, and PureCloud for Firefox, you can configure the Click-to-Dial settings to prompt users for queues when they click a phone or email link. PureCloud for Zendesk allows users to input a queue name before dialing a number from a phone link or sending an email from an email link. 

    See information about click-to-dial in the following integrations:

  • Does placing a call on behalf of a queue affect standard ACD routing?

    The manually-dialed outbound call on behalf of queue  queue counts as resetting the agent’s counter for time since last interaction. For the purposes of ACD calculations, it behaves the same as an inbound ACD call.

  • Does PureCloud offer security features to detect and prevent SIP-based and VoIP vulnerabilities?

    Yes, PureCloud has a proprietary border controller that supports (MTLS/SRTP) to allow encryption and authentication of signaling and media traffic. Features also include ACLs to limit IP endpoints, Rate Limiting for Denial of Service attacks, SIP digest authentication, and dialing rights validation to prevent outside toll fraud.

  • Does PureCloud support group SMS?

    Not at this time. If an end user sends a group SMS, then the agent only sees a message from the originator of the message. PureCloud sends responses from the agent only to the message originator, not all participants in the group message. If a different user in the group message responds, then PureCloud starts a new conversation. 

  • Does PureCloud support MMS?

    Not at this time. Agents cannot send media in messages. If an end user sends media in a message, then the agent receives an indication that a media attachment was removed. If a user sends only media in a message, then PureCloud notifies the agent that the message has no content.

    MMS

  • Does the time zone in a callable times set reflect the time zone’s local time or the call center’s local time?

    When you configure the time zone in a callable times set, you define the time that the campaign can call a time zone during that time zone’s local time. For example, if your local time is Eastern time and you created a callable time set to dial from 1pm to 2pm Central time, then campaign can start dialing at 2pm Eastern time (1pm Central time). 

  • How are attributes different than tags?

    Attributes are for standardization

    Attributes allow admins to standardize how files are organized across workspaces throughout your org. Only admins create attributes. When a user assigns an attribute to a file, the user specifies the file-specific value for the attribute.

    Tags are for individuality

    Tags allow each user to organize files the way that is meaningful to them. Tags are created by admins and by users.  

  • How are faxes sent and received in PureCloud?

    When a user sends a file as a fax in PureCloud, the file is uploaded to AWS. AWS converts the file into a .tiff file format and sends it to the PureCloud Edge. The Edge then sends the fax to the user-entered number using your SIP trunks. If the file did not originate in Documents, PureCloud also stores the original file in its original format in the user’s workspace in Documents. For information about how to send a fax from PureCloud, see Send a fax.

    Since a user has the same number for both incoming calls and faxes, the Edge must detect whether an incoming call is a voice call or fax. If fax detection is enabled and the Edge detects incoming fax tones, negotiates the T.30 transmission, receives the image data, and sends it to AWS as a file in .tiff format. AWS converts the fax to a .pdf file and sends it to the user’s inbox and workspace in Documents. For information about how to view received faxes in PureCloud, see View faxes in the inbox.

    PureCloud transmits faxes using T.30 protocols with a maximum transmission rate of 14.4k. The trunks carrying faxes should use audio/PCMU (G.711) as their primary codec. For more information about configuring a trunk and setting the codec, see the “Set the audio codec preference and media method” section in Create an external trunk.

     

  • How can I check for outages, availability, and the system status of PureCloud?

    Click the link below for PureCloud’s operational, system availability, incident, and outage information. Use the Subscribe to Updates button to receive status updates through email, SMS notifications, or RSS or Atom feeds.

    PureCloud System Status

  • How can I check for the newest version of the desktop app?

    The PureCloud desktop app notifies you when a new version is available to download. However, you can check to see if any new updates are available in the desktop app menu. Click the PureCloud icon in the menu bar and select Check For Updates.

    Note: If your organization doesn’t allow you to install or update the desktop app, contact your administrator to learn how your organization deploys the desktop app. 

    You can also check the Windows desktop app release notes and Mac desktop release notes for the newest version and the improvements and fixes included in that version.

  • How can I create a flow that takes different paths depending on the holiday day?

    In this example, we use the Thanksgiving holiday:

    • To get the fourth Thursday of November: GetDayOfWeekOccurrence(5, 4, Year(GetCurrentDateTimeUtc()), 11)
    • To get the day after Thanksgiving (which may not always be the fourth Friday): AddDays(GetDayOfWeekOccurrence(5, 4, Year(GetCurrentDateTimeUtc()), 11), 1)
    • To see if today is the same day as the specified day:
      1. Save the specified day as a datetime variable like Task.thanksgiving. 
      2. Use a decision action and compare the today’s year, month, & day to Task.thanksgiving.  You might also want to check the hour/minutes if that’s needed.

    For more details, download and import this Thanksgiving Schedule Example into Architect.


    Holiday* Calculation
    New Year’s Day MakeDateTime(Year(GetCurrentDateTimeUtc()), 1, 1)
    Martin Luther King, Jr. Day GetDayOfWeekOccurrence(2, 3, Year(GetCurrentDateTimeUtc()), 1)
    Groundhog Day MakeDateTime(Year(GetCurrentDateTimeUtc()), 2, 2) 
    President’s Day GetDayOfWeekOccurrence(2, 3, Year(GetCurrentDateTimeUtc()), 2)
    Daylight saving’s starts GetDayOfWeekOccurrence(1, 2, Year(GetCurrentDateTimeUtc()), 3, 2, 0, 0)
    Easter Cannot be calculated–use a list
    Tax Day (approximate only–IRS can change the date) MakeDateTime(Year(GetCurrentDateTimeUtc()), 4, 15)
    Mother’s Day GetDayOfWeekOccurrence(1, 2, Year(GetCurrentDateTimeUtc()), 5)
    Memorial Day GetDayOfWeekOccurrence(2, -1, Year(GetCurrentDateTimeUtc()), 5)
    Father’s Day GetDayOfWeekOccurrence(1, 3, Year(GetCurrentDateTimeUtc()), 6)
    Independence Day  MakeDateTime(Year(GetCurrentDateTimeUtc()), 7, 4)
    Labor Day GetDayOfWeekOccurrence(2, 1, Year(GetCurrentDateTimeUtc()), 9)
    Halloween MakeDateTime(Year(GetCurrentDateTimeUtc()), 10, 31)
    Daylight Saving’s Ends GetDayOfWeekOccurrence(1, 1, Year(GetCurrentDateTimeUtc()), 11, 2, 0, 0)
    Election Day AddDays(GetDayOfWeekOccurrence(2, 1, Year(GetCurrentDateTimeUtc()), 11), 1)
    Veteran’s Day MakeDateTime(Year(GetCurrentDateTimeUtc()), 11, 11)
    Thanksgiving GetDayOfWeekOccurrence(5, 4, Year(GetCurrentDateTimeUtc()), 11)
    Black Friday AddDays(GetDayOfWeekOccurrence(5, 4, Year(GetCurrentDateTimeUtc()), 11), 1)
    Cyber Monday AddDays(GetDayOfWeekOccurrence(5, 4, Year(GetCurrentDateTimeUtc()), 11), 4)
    Christmas Eve MakeDateTime(Year(GetCurrentDateTimeUtc()), 12, 24)
    Christmas Day MakeDateTime(Year(GetCurrentDateTimeUtc()), 12, 25)
    New Year’s Eve MakeDateTime(Year(GetCurrentDateTimeUtc()), 12, 31)

    *Primarily US holiday examples


  • How can I determine the version number of an Edge Standard from within PureCloud?

    The Edge Standard comes in three versions: v1, v2, and v3. While Genesys no longer sells the v1 or the v2 version of the Edge Standard, we still provide support for these appliances.

    The v1 is a custom server built by Genesys. The v2 and v3 are HP manufactured servers that have been customized to PureCloud specifications. You can identify the version by the serial number. To find the serial number:

    1. Click Admin.
    2. Under Telephony, click Edges.
    3. Select the check box for the row that contains the Edge Standard you want identify.
    4. Click Edit on the toolbar.
    5. On the General tab, access the Information panel, and locate the Serial Number.
      • If the serial number begins with the letters CCP, then it is a Edge Standard v1.
      • If the serial number begins with any other letters or numbers, then it is either a Edge Standard v2 or a Edge Standard v3.
        • To determine whether it is a v2 or a v3, take note of the serial number, go to the Hewlett Packard Enterprise Support Services Central site, and enter the serial number when prompted.
          • If the result is HPE DL60 Gen9, then you have a Edge Standard v2.
          • If the result is HPE DL360 Gen10, then you have a Edge Standard v3.

  • How can I enable voicemail for users?

    To receive voicemail, a user must have the Voicemail > Voicemail > Receive permission enabled. This permission is assigned to the Communicate – User role by default. If a user is assigned the Communicate – User role, the voicemail option should appear. If the voicemail option does not appear, see Products, roles, and permissions list for instructions on how to add the voicemail permission. You can also add the Voicemail > Voicemail >Receive permission to other roles.

    To view your voicemails, see Access your voicemail

  • How can I improve the quality of the hold music I import?

    When you import a music file, the conversion process can negatively affect the quality of the music. For example, playback volume may increase or decrease, compromising the sound of high or low tones.

    To improve audio quality, before you import convert the audio file using an audio editing program. This example describes using the Audacity freeware program.

    1. Launch Audacity and open the audio file.
    2. When presented with import options, choose to make a copy of it before editing.
    3. Change the project rate to 8000 hz.
    4. Change the volume to at least -10 db.
    5. Export the file (Export > Export as WAV).

    The file saves as type WAV signed 16-bit PCM.

  • How can I include a hyperlink in a response?

    To include a clickable hyperlink in a response, type the complete URL. Alternatively, copy and paste the URL from a webpage. The link automatically appears as a clickable hyperlink when the customer receives the response.

  • How can I make my files easy to find later?

    When you upload files, be sure to add tags to them. You can also add attributes to files after you upload them. For more information, see About tags and About attributes.

  • How can I physically identify an Edge Mini from an Edge Micro?

    The Edge Mini and the Edge Micro are physically identical in that they both use the same chassis.  To tell them apart, you can check the model number found on the sticker on the bottom of the chassis.

    • The model number of the Edge Mini is ARK-1550-S9A1E
    • The model number of the Edge Micro is ARK-1550-S6A1E 

    For more information, see About Edge hardware.

  • How can I record all phone conversations in PureCloud?

    Go to Admin > Telephony Trunks. In the Line Recording section, check the Enabled box. See Create an external trunk.

  • How can I report an issue about PureCloud?

    To tell us about a problem in PureCloud, select Contact Support from the expanded Help menu. For more information about PureCloud Customer Care and the Help menu, see the PureCloud support and feedback article.

  • How can I set up faxing for a user?

    Add the Conversation > Fax > Send and Conversation > One Number Fax > Receive permissions to the user. No default roles include these permissions, so add them to a new or existing role and then add that role to the user. For more information about roles and permissions, see Products, roles, and permissions list

  • How can managers see their employee’s quality evaluations?

    Anyone with the appropriate permissions can see evaluations, so it depends on what permissions your managers have. To see evaluations, you need the Quality > Evaluation > View permission.

    If your managers have the PureCloud supervisor role with default permissions, they can view evaluations through the Agents Evaluation Summary or Agents Evaluation Detail views. 

    To see those views, users need the following permissions:

    • UI > Supervisor Agent Details > View 
    • Directory > User > View 
    • Quality > Evaluation View

    By default, the PureCloud Supervisor role includes the first two permissions. You can either add the last permission to the PureCloud Supervisor role or create a new role with that permission and add all of your managers to that role. For more information, see Quality management roles and permissions.

  • How do active, inactive, and deleted users affect reports and performance views?

    Whether agents are active, inactive, or deleted does not impact metrics in reports and views based on queue metrics. The Interactions view, Queue Performance Summary view, and Queue Performance Detail view even allow you to filter by specific active and inactive users.

    However, only active agents appear on agent-based reports and views, such as the Agents Performance views and the Interaction Details report.

    For more information about inactive and deleted agents and users, see Add people one at a time and Remove someone from your organization.

  • How do I add a custom field to my Salesforce pages?

    Before you can add a custom field to your Salesforce pages, you must create the custom field and map it to an interaction attribute. You can add any data that PureCloud for Salesforce gathers as a custom field to your Salesforce pages. For more information about what data PureCloud for Salesforce gathers, see the list of interaction attributes at Synchronize interaction attributes.

    1. Create a custom field.

      For information about creating custom fields, see Create Custom Fields in the Salesforce documentation.

    2. Map the custom field to an interaction attribute.

      For more information, see Map interaction attributes to Salesforce activity fields.

    After you create a custom field and map it to an activity field in Salesforce, add the custom field to your Salesforce page layouts. See Why are fields not appearing on my Salesforce pages?

  • How do I add files to a workspace?

    You add files to a workspace by uploading them from either your desktop or mobile device.

    • You can upload any type of file
    • You can upload any number of files, but each file must be no more than 2GB.

    For more information, see Add files to a workspace.

  • How do I add my picture?

    From the Edit Mode in your profile, click the camera icon on your profile picture. For more information, see Add a profile picture.

  • How do I add skills and certifications to my profile?

    In the Edit Mode, edit a section in your profile. Type the tag in the Add field. Then press Enter or select a tag from the suggestions that display to add the tag.

    For more information, see Add tags to your profile.

  • How do I change or reset my password?

    If you know your current password but want to change it, use the Preferences menu. For more information about changing your password, see Change your password.

    If you forgot your PureCloud password and cannot log on to PureCloud, reset your password from the login screen. For more information about resetting your password, see Reset your password

  • How do I configure managed phones for FENT?

    Click the link below to configure managed phones under the FENT (Far-End NAT Traversal) deployment model.

    Configure base settings for managed phones under FENT

  • How do I create a group?

    Members of an organization must have permission to create groups. For admins, see Create groups (admins). For non-admins, see Create groups (non-admins).

    Note:  By default, non-admin users do not have permission to create groups. If you think you should have permission to create groups, contact your PureCloud Administrator.

  • How do I downgrade a phone’s firmware version?

    If you are experiencing some sort of conflict/problem with a certain version of the phone firmware, please contact PureCloud Customer Care. See PureCloud Customer Care phone support.

  • How do I download Edge logs for support from an offline Edge

    To export Edge logs to USB memory use the LCD menu path Settings > Diagnostics > Media State > Copy All Logs to E:. Use this option to download Edge logs for support, when the Edge is offline.

  • How do I enable company directory support on menus in Architect?

    Open the flow for which you want to enable company directory support and in the flow’s Settings area, select Speech Recognition. In the Speech Recognition design area, under General Speech Settings select the Enable company directory speech recognition for all menus check box.

  • How do I find a file in my Documents repository?

    Your Documents repository is designed to hold a lot of files. The more you use it, the bigger it becomes. To help you find your files, Documents provides several sophisticated tools.

    • Start by searching for a file by its name or type. Then use the faceted search to narrow your search based on specific criteria. For more information, see Search for a file
    • You can also search based on the tags you assigned to the file. See Use content tags.
    • With the full-text search feature, you can search the text in images and PDFs (among other things). For more information, see Full-text searching overview.

  • How do I find courses in Portugese?

    Genesys offers courses in Portugese to help users set up and use PureCloud:

    General PureCloud training is available on PureCloud Training.

     

     

  • How do I find Japanese training?

    PureCloud Japanese training is located at:

    General PureCloud training is available on PureCloud Training.

  • How do I find my organization ID?

    To view your organization ID, follow these steps:

    • Choose Admin > Account Settings> Organization Settings.
    • Click Advanced.

    PureCloud displays your organization ID.

  • How do I find out what firmware version a phone is running?

    You can find out what firmware version a phone is running by checking the phone information panel on Phone Management’s Phones tab. For more information, see Get details in the phone information panel

  • How do I find PureCloud courses in Spanish?

    Genesys offers courses in Spanish (Español) to help users set up and use PureCloud: Lista de cursos en Español

    PureCloud Webinar Recordings are also offered in Spanish: PureCloud Webinar Recordings

    General PureCloud training is available on PureCloud Training.

     

  • How do I format text in chats?

    PureCloud Chat supports simple markdown for formatting text in chats. See Format text in chats for more information.

  • How do I get help for an AppFoundry app?

    Some premium apps in AppFoundry link to help topics in the PureCloud Resource Center. Beyond that, support is provided in accordance with the sales model used to purchase the app. See Genesys AppFoundy sales models.

  • How do I get the conversation ID?

    The conversation ID is a unique identifier for each interaction in PureCloud. This ID is required by PureCloud Support for most Severity 1 tickets. See Get a conversation ID for Support

  • How do I join or leave an official group?

    Only group owners can add or remove members from an official group. For more information, see Join or leave a group.

  • How do I know if my flow is reaching the maximum size?

    You can use the flow size indicator to check flow size. For more information, see Architect flow size.

  • How do I know when to assign an attribute to a file?

    Your admin tells you which attributes are available and when to use them.

  • How do I locate my Edge IP address?

    To find an Edge’s IP address:

    1. Click Admin.
    2. Under Telephony, click Edges.
    3. Click the appropriate Edge name.
    4. Click the Network Interfaces tab.
    5. Navigate to the first active interface and look for the IP address on the first tab:

  • How do I log out of PureCloud?

    From the sidebar, click your profile picture in PureCloud to access user settings, and then click Logout.  

  • How do I port numbers out of PureCloud Voice?

    For information, see Port numbers out of PureCloud Voice.

  • How do I preview a shift with flexible start times?

    When you set a shift’s start time, you can optionally allow for flexibility in the shift’s starting time. If you configure flexible start times, you can preview the shift at each incremental configured start time by clicking the left and right arrows under Preview shift at. For more information, see Set up shift activities.

  • How do I read a PureCloud invoice?

    See the article Your PureCloud Invoice Explained and the video overview How to read a PureCloud invoicon the page, Billing FAQs

  • How do I replace a PureCloud Edge?

    To replace a PureCloud Edge, see Replace the Edge.

  • How do I schedule a report?

    Use the report editor to schedule a report. You can choose how often to run a report, such as daily, weekly, monthly, or other intervals. For more information, see Configure a report.

  • How do I set up the PureCloud WebRTC phone

    Click the link below for comprehensive instructions on setting up the PureCloud WebRTC phone in your organization. 

    Get your PureCloud WebRTC phones up and running

  • How do I turn off chat notifications?

    To turn off chat notifications for a single group chat room or for all group chat rooms, see Set chat preferences. You still receive notifications for direct messages and mentions when chat notifications are off.

    To turn off all desktop notifications, including chat notifications, see Change browser app settingsChange Windows desktop app settings, or Change Mac desktop app settings

     

  • How do I unshare a document?

    You can unshare a document from your My Workspace. For more information on unsharing a document, see Unshare a file, in Share a file.  

  • How do I update my location?

    Update your location in the Location section of your profile. See Add your location.

  • How do I update the firmware version for a phone?

    When a phone is provisioned or rebooted, PureCloud automatically updates the phone to the latest version of PureCloud-supported firmware.

    You reboot a phone from within PureCloud by using the Restart Phone button in the phone information panel. See Get details in the phone information panel.

    PureCloud also automatically updates the phone to the latest version of PureCloud-supported firmware during a site update.

  • How does my current location sync between the browser or desktop apps and the mobile app?

    Your mobile phone’s location is “primary” when you are using multiple Collaborate clients.

    • If you are logged into multiple Collaborate clients, for example, the web browser app on your work computer, the desktop app on your home computer, and the mobile app on your mobile phone, the most recent location update from the mobile app is reported.
    • If you are not logged into the Collaborate mobile app on your mobile phone or if the location on the mobile phone timed out after the one hour timeout period, the most recent location update from the last computer that you used is reported.
    Note: Android phones report location when the app is foregrounded, backgrounded and terminated (swiped out);  iOs phones report location when the app is foregrounded, but not when backgrounded or terminated, due to battery drain.

  • How does phone redundancy work?

    PureCloud phone redundancy operates as an active-active configuration. When a phone provisions and gets its configuration from an Edge, it registers simultaneously to both homed Edges. Once the phone has registered to both Edges, it uses the primary Edge to place and receive calls. If the connection between the primary Edge and the phone goes down, calls switch to the secondary Edge. It does not matter whether the call is made from the PureCloud user interface or from a hardware phone. Both calls operate in the same manner. All SIP and Media signaling also switches to the secondary Edge. When the primary Edge does come back online, all signaling switches back to the primary Edge.

  • How does PureCloud address GDPR?

    To learn more, see PureCloud and GDPR compliance 

  • How does PureCloud handle retry attempts for callbacks?

    To retry a callback, the agent must manually reschedule each attempt.

  • How does PureCloud handle SMS messages with unicode characters?

    Some languages, like Arabic and Japanese, use unicode characters. PureCloud can send and receive messages with these characters. However, unicode characters use more bytes per character than non-unicode characters. Therefore, if an agent enters a unicode character, PureCloud cuts the remaining character count in half in the agent interface, regardless of the number of unicode characters used.Unicode messages

    As with non-unicode messages, PureCloud automatically breaks unicode messages that are more than 70 characters into multiple messages. In this situation, PureCloud reduces the character limit per message to 67 characters to make room for a header to reassemble the messages at the receiving end. For more information about how PureCloud splits up long messages, see Is there a character limit for SMS messages?

  • How long does it take a PureCloud Edge to reboot?

    A PureCloud hardware Edge takes an average of between five to fifteen minutes to reboot. More Edge information is available at: https://help.mypurecloud.com/articles/purecloud-edge-resources/

  • How many canned responses can I have?

    For each canned response library, you can have 200 canned responses.

  • How many documents can I upload?

    You can upload as many documents as you like, as long as each document does not exceed 2 GB. 

    See also How much storage do I have for my documents?

  • How many External Contacts can I have? Is there a limit?

    You can have up to 1 million managed entities in your PureCloud organization. You have any combination of entities as long as the total number of entities is equal to or less than 1 million. The following are examples of some valid combinations:

    • 250,000 external contacts + 250,000 external organizations + 250,000 notes + 250,000 relationships
    • 500,000 external contacts + 500,000 external organizations + 0 notes + 0 relationships

    If you need more managed entities, contact PureCloud Support.  

  • How many groups can exist in my org?

    You can have as many groups as you want. 

  • How many libraries of canned responses can I have?

    You can have up to 200 libraries of canned responses.

  • How many people can I add to a group?

    You can have as many members as you want in a group. 

  • How many phone numbers can I enter for a contact?

    You can specify up to 4 phone numbers. For more information, see Edit contact information. 

     

  • How many seconds before a data action times out?

    Data actions in test mode, in Scripter, and through the API time out after 10 seconds. Data actions in call flows time out after 60 seconds, unless overridden in the call flow.

  • How many sites can connect to PureCloud?

    There is no limit on the number of sites that can connect to PureCloud. We recommend placing two Edges in the site that has your telephony services. 

  • How much bandwidth does screen recording require?

    A single screen recording typically requires 150-250 kbps. Screen resolution and the amount of on-screen movement affect the amount of bandwidth required.

  • How much detail about my location do others see?

    In the United States, PureCloud collects and displays the city and state you are currently in. International location displays are similar. We do not share your exact location.

  • How much storage do I have for my documents?

    If you are using a PureCloud Communicate license, then you have 2TB of storage available per organization.

    If you are paying for a PureCloud 1, PureCloud 2, or PureCloud 3 license, then you have unlimited storage available for all users.

    See also How many documents can I upload?

  • How often is location data updated?

    Your reported location updates hourly.

  • How to I determine which phone is registered to a particular user?

    You can find out which phones are registered to particular users by using the In Use By filter on the Phones tab in Phone Management. For more information, see Phone management column filters.

  • I only have a Communicate license. Can I set up a call flow in Architect?

    You can set up a basic IVR with a single Communicate license. Users with a Communicate license have access to inbound call flows only. Outbound call flows, in-queue call flows, inbound email flows, and secure all flows require license upgrades. Available call flow actions (for example, Transfer to ACD) are limited.

    With the Communicate license, available actions include:

    • Transfer to users
    • Transfer to external numbers
    • Transfer to groups
    • Transfer to other inbound call flows
    • Transfer to voicemail

    Each Communicate seat includes 500 basic IVR minutes.

  • If a customer calls back before the agent does, will PureCloud cancel the callback?

    PureCloud does not automatically cancel the callback.

    Best practice recommends not setting agent utilization that allows callbacks to interrupt calls. This configuration may create a situation in which real-time calls are answered before a callback is placed, thereby preventing the position in queue from being held.

    Consider these scenarios:

    • If utilization is set to prevent calls from interrupting callbacks, and both calls and callbacks go through a single queue, the system attempts the callback before the caller reaches an agent. In that situation, the customer’s phone line may be busy and the callback will not succeed. This situation may result in the agent rescheduling another callback and then receiving the call from the customer, which leaves the rescheduled callback in the queue.
    • If multiple queues exist, the customer could possibly reach an agent before the agent places the callback. If the customer reaches an agent and the callback is still in queue, the system continues to route the callback to an available agent.

  • If the Edge appliance fails, can I make or receive ACD or non-ACD calls with N+1 redunancy?

    Yes. Redundant Edges allow you to place and receive both ACD and non-ACD calls after the active Edge in an N+1 Edge arrangement fails. 

    The phone redundancy feature registers and assigns phones to both a primary and secondary Edge. If the primary Edge goes down, the phone switches to the secondary Edge to place and receive calls. The phone capability switches almost immediately. It takes up to 15 seconds to place or receive calls with the PureCloud user interface due to the timing window required for the Edge to cloud heartbeat messages. 

    Caution: You lose all currently active calls when an active Edge fails.

    Note: Redundant trunk and gateway connections between Edges are required.

  • If the Edge appliance fails, does IVR continue to work with N+1?

    Yes. Each PureCloud Edge appliance in an Edge group holds a cached version of the IVR in memory.

  • If the Edge cannot connect to the cloud, are call events lost?

    If the Edge appliance is working but the connection to the cloud goes down, the call updates sent from the Edge to the cloud are interrupted. The Edge continues to write call events to the Edge disk during the interruption. When the connection to the cloud restores, the Edge sends all the missed call events and recordings to update the cloud, and PureCloud displays the correct current call status.

  • If the Edge cannot connect to the cloud, can I make or receive ACD calls

    Yes. The Edge provides basic ACD routing capability when the Edge cannot connect to the cloud.

  • If the Edge cannot connect to the cloud, can I make or receive non-ACD calls?

    Yes. All internal and external calling works. However, you cannot use the PureCloud interface to place or answer calls. You must use the controls on the phone itself to perform these operations. For example, you press the physical mute button on a hardware phone or click the mute button on softphone software. 

  • If the Edge cannot connect to the cloud, can I use the PureCloud interface to make calls?

    No. You cannot use the PureCloud on-screen call control options, such as mute or transfer, while the screen is frozen. When the connection to the cloud restores, the PureCloud on-screen call control options become available again.

  • If the Edge cannot connect to the cloud, is IVR still available?

    Yes. The PureCloud Edge appliance holds a cached version of the IVR in memory. The cached IVR is used when the Edge cannot connect to the cloud. 

    Note: A specific call flows correctly only if the cached IVR has successfully downloaded all the files necessary to traverse the expected call flow. For example, if there hasn’t been a call into a particular menu before the Edge goes offline, and a new call is trying to go to that menu after the Edge goes offline, the call flow may not occur because the files download on demand. Make sure to program call flows with proper failure paths for when a data-dip or similar action fails.

  • If the Edge cannot connect to the cloud, what does the PureCloud interface display?

    The PureCloud interface freezes and displays the state that was occurring when the Edge appliance lost connection to the cloud. For example, if you are on a call then the PureCloud screen continues to display an ongoing call. When the connection to the cloud restores, the screen updates to display the correct call status. Call control will continue to display but the operations will not be performed until connectivity to the PureCloud Edge’s is re-established.

    Note: This assumes that the client is still connected to PureCloud. In the event that the client connection is lost as well, all call control must be performed on the phone (if using a PureCloud web-based (WebRTC) phone, the call will be disconnected).

     

  • In reports, when can I expect to see updates for contact list names, queue names, user names, and wrap-up codes?

    If you change a contact list name, queue name, user name, or wrap-up code, then it can take up to four days to see those changes in future reports runs. Reports that PureCloud has already generated do not update. 

  • Is the agent’s screen recorded during a consult transfer?

    Yes. If a screen recording policy applies to the current interaction, then the agent’s screen during the consult transfer is recorded. The consulted agent’s screen is only recorded if a screen recording policy applies to that agent.

  • Is the history of my locations stored?

    PureCloud stores only your latest location and only for one hour.

  • Is the subject line for interactions in PureCloud for Salesforce customizable?

    No. Currently, the subject line is not customizable. Agents can manually override subjects, but changing subjects is not good practice. Most call centers train their agents not to change subjects on interactions.

  • Is the subject line for interactions in PureCloud for Salesforce, PureCloud for Zendesk, and PureCloud for Zendesk always automatically populated?

    Usually. The integrations create subject lines for interactions when the interactions connect. However, if an outbound call disconnects before the external party picks up, the activity record (in Salesforce) would not contain a subject.

  • Is there a character limit for SMS messages?

    Yes. Most SMS messages have a limit of 160 characters. If an agent types a message that is more than 160 characters, then PureCloud automatically breaks it into multiple SMS messages.

    In this situation, PureCloud reduces the character limit per message to 153 characters to make room for a header to reassemble the messages at the receiving end. Unicode characters require more space, and therefore have a lower character limit. For more information, see How does PureCloud handle messages with unicode characters?

    The agent interface shows the remaining character count and how many messages will be sent. A single message entered by the agent can be split into a maximum of 10 messages for non-unicode characters, and 5 messages for unicode characters.

    Examples:

    160 characters = 1 message (160/160)

    170 characters  = 2 messages (170/153 – only 153 characters available per message to account for extra header information)

    310 characters = 3 messages (310/153 – only 153 characters available per message to account for extra header information)

  • Is there a character limit for string variables in Architect email flows?

    In Architect, the limit for string variables is 32K. For decisions using the email body, the system only uses the first 32K characters.

  • Is there a surcharge for a short duration call?

    Yes, but a minimum of 100 calls have to be made during a monthly billing cycle before the short duration surcharges take effect. After 100 calls, if 15% or more of the calls are short duration calls, then those calls are assessed a short duration surcharge at the prevailing rate.

    Scenario 1

    A customer has a total of 100 outbound completed calls in a billing cycle. Of the 100 completed calls, 10 are short duration calls. In this case, the customer invoice does not include a surcharge for short duration calls because only 10% of the calls were of short duration.

    Scenario 2

    A customer has a total of 100 outbound completed calls in a billing cycle. Of the 100 completed calls, 20 are short duration calls. In this case, the customer invoice does include a surcharge for short duration calls because more than 15% of the calls were of short duration.

  • Is there a timeout for location data?

    Your last reported location times out after an hour. If, for example, you log out of Collaborate or turn off your computer or phone, after an hour your location is removed from the presence and status display in your profile and other locations in Collaborate.

  • Is there a way to edit voice call prompts?

    For information on editing user and system prompts, see About prompts.

  • Is there a way to see reports that other users create?

    No. You can see only the reports that you create.   

  • Is there a way to set the country code for telephone numbers during a bulk CSV import of external contacts?

    When entering phone numbers, use the full E.164 phone number, which includes the country code. If you enter no country code, PureCloud uses the US as the default.

  • Outbound dialing services are momentarily unavailable. What should I do?

    This message indicates that a back-end service is at capacity, meaning that a resource was too busy to complete a request made by the dialer service or contact-list service. PureCloud is designed to automatically deploy additional resources when needed. Since this condition is temporary, subsequent requests are likely to succeed.

    Wait a few seconds. Then retry the URL from the address bar or click the refresh button in your browser.

  • What actions cause the campaigns dashboard statistics to reset?

    The campaigns dashboard is a real-time view of all campaigns currently in an active state. The campaign dashboard statistics reflect a current campaign run. If the campaign recycles, the statistics reset, with the exception of the Abandon Rate statistics. For more information, see Campaigns dashboard page.

  • What are ACD email message and attachment size limits?

    You can send and receive messages in PureCloud, including attachments, up to 10 MB. 

    Messages exceeding 10 MB, including attachments, will bounce back to the sender. Messages larger than 10 MB that you try to send from PureCloud will yield an error. You can work around this limitation by including links to larger documents stored in PureCloud Documents. For more information about sharing a file within Documents, see About Documents and Share a file.

  • What are PureCloud’s network requirements?

    You can learn more about PureCloud’s network requirements from the following articles:

  • What are the orange lines in chats and how do I remove them?

    This line shows which messages are unread based on when the room or PureCloud was out of focus. 

    This unread message indicator clears when you:

    • Press Esc.
    • Respond to the conversation with a new message.
    • Click the conversation starting point bar.Conversation starting point bar

  • What are the size limitations for canned responses?

    For plain-text canned responses you can include up to 4,000 characters.

  • What are workspaces?

    Workspaces are places where you store your documents, or files. You have one personal workspace, called My Workspace. You may also belong to multiple group workspace. For more information, see What is My workspace?

  • What can I upload?

    You can upload any type of file to PureCloud Documents. The maximum file size is 2G.

    For more information, see About supported file types.

  • What do on-net and off-net mean?

    On-net is when a call originates and terminates on the same network. Off-net is when a call either originates or terminates on a different network.

    In Canada, usage charges for PureCloud Voice are based on on-net and off-net areas. A large portion of the calling area in Canada is considered on-net. Off-net typically applies in rural areas where the population density is low.

  • What do the empty boxes before an activity represent?

    An activity with a flexible start time is represented by outlined increments that precede the current start time.

  • What do the timers in an interaction mean?

    The first timer shows how long the interaction has been active. Depending upon your organization’s settings, the other timer shows either of the following:

    • The amount of time the agent has been in After Call Work (ACW).
    • The amount of time remaining for the agent to complete ACW.

  • What does a badge on an icon mean?

    A badge, or visual alert, on an icon, such as Calls, Chat, Inbox, and others means that a new item is waiting.

  • What does it mean if the group chat room is full?

    A chat room can have a maximum of 1000 participants. If a group chat room has 1000 participants, then PureCloud considers it full, and you can only browse the group chat’s history. You cannot join the chat, post messages, or search chat history until other users leave the chat room.

    Note: You cannot delete participants from a PureCloud chat room. In this situation, you need to create a new chatroom with the selected individuals.

  • What does Not responding mean?

    When an agent declines or does not answer an interaction within a certain amount of time, PureCloud places the agent into Not Responding status.

     

    While Not Responding, the agent does not receive new interactions. Declined or not answered interactions reenter the queue.

  • What does the lock icon represent?

    The lock icon next to an activity indicates that the activity is marked “Not relative to shift start.” The activity is not dependent upon the shift’s start time. For more information, see Set up shift activities.

  • What does the marked out currency symbol represent?

    The currency icon with a slash next to an activity indicates that it is an unpaid activity. For more information, see Set up shift activities.

  • What does the star icon do?

    The star icon (Favorites) enables you to choose people and groups in your organization who should appear on your Favorites list. For more information, see Add Favorites.Add favorites icon

  • What file size can I expect for screen recordings?

    Screen recording file size ranges from 3 MB/15 mins to 18 MB/15 mins. The low recommendation is based on a low resolution monitor with little screen movement. The high recommendation is based on a high resolution monitor with a lot of screen movement, like video.

  • What font does PureCloud use?

    PureCloud uses Helvetica Neue as the default font for all text, but will fall back to Helvetica, Arial, or sans-serif if Helvetica Neue is not present on your computer. PureCloud uses Lato for headers.

  • What happens if a metered evaluation policy matches more interactions than it is set to evaluate?

    PureCloud does not assign evaluations for the extra interactions. For example, imagine that you create a policy that matches inbound calls and that also assigns 50 metered evaluations per day. If you receive 300 inbound calls in a day, then only 50 of them are assigned for evaluation. The remaining 250 are no longer eligible for evaluation, unless they match a different policy. The next day, the count starts over with new interactions received that day. The non-evaluated interactions from the previous day do not roll over.

  • What happens if the customer does not answer the agent’s callback?

    The agent must manually reschedule the callback for another time. For more information, see Schedule callbacks during a voice interaction and Schedule a callback in a script.

  • What happens when the user flags the call? Can I as an administrator see the flag in reports? Or is it just information for Genesys?

    In Performance > Interactions, PureCloud Supervisors can see that an agent or business user flagged a call as problematic. Flagged is one of several columns that PureCloud supervisors can add to that view. In this view you can see which calls a user flagged as problematic, but any further details are only available to PureCloud engineers.

  • What if I don’t want to share my location?

    If you choose not to share your location or turn off location services in your browser or mobile phone, Collaborate does not display your location information. Other users’ location information is still displayed.

     

  • What if my carrier does not support the E.164 international numbering plan?

    The PureCloud Edge can transform the calling and called party numbers sent on an outbound call into an acceptable format for carriers that do not accept E.164. See the section “Transform the outbound address through regular expressions. See Examples of regular expression match and replace for external trunk number transformation for examples of regex to use with carriers that do not support E.164.

  • What if the Resource Center does not display correctly?

    If the Resource Center’s navigation or features do not display correctly, clear your web browser’s cache and reload the page. Clearing the cache allows the page to reset and display correctly. If the page still does not load correctly, please fill out the feedback located at the bottom of each page.

  • What is a PureCloud Softphone?

    The PureCloud Softphone is a software-based phone that requires Microsoft Windows. There is a separate software package to download and install before you can begin to use the phone to make and receive calls. For more information, see About PureCloud Softphone.

    Within PureCloud, we also provide the PureCloud WebRTC phone. Our PureCloud WebRTC phone is different from our PureCloud Softphone in that it runs right from your browser. There is no additional software to download or install.  You simply enable a web-based phone and you can immediately use it to make and receive calls.

     

  • What is a PureCloud WebRTC phone?

    The PureCloud WebRTC phone runs right from your browser. There is no additional software to download or install. You simply enable the PureCloud WebRTC phone and you can immediately use it to make and receive calls. For more information, see Set up PureCloud WebRTC phones.

    The PureCloud Softphone is different from the PureCloud WebRTC phone.  It is a Windows-only software-based phone. It requires a separate software package to download and install before you can begin to use the phone to make and receive calls.

     

  • What is a short duration call?

    Any customer-originated outbound US domestic completed call that is equal to or less than 6 seconds in total duration is defined as a short duration call.

  • What is an Edge group?

    An Edge group is a set of Edge devices that are directly connected to one another over a high-bandwidth and low-latency network. The purpose of an Edge group is to allow all Edges in the group to access and share trunks connected to other Edges in the Edge group.

  • What is the Activity Stream?

    The Activity Stream shows a list of all of the notifications and messages you receive while logged on to PureCloud. You can use it to check recent activity, and see when someone sent you a chat message, left a voicemail message, or called you. 

  • What is the difference between a group chat room and a personal chat room?

    Both types of chat room appear under Groups in the Chat panel, but they are different in the following ways:

    • Group chat rooms appear under Official Groups and include anyone who is a member of a group and any non-members who want to chat with or monitor the room (if the group is public). Only admins or group owners can add or remove members from groups. 
    • Personal chat rooms appear under Personal Groups and only include people invited by the room creator or by other participants. Anyone can create personal chat rooms, and they are not connected to groups. For more on how to create a personal chat room, see Create a chat room.

  • What is the difference between a user recording and a policy-based recording?

    Users can manually start recording business calls, PureCloud delivers the recording to that user’s personal inbox and workspace. A policy-based recording occurs as the result of a quality policy. Policy-based recordings are attached to the conversation and appear in the Interaction Details view. Users with appropriate roles, such as supervisors and quality evaluators, can view policy-based recordings.

  • What is the difference between the answered and handle metrics?

    Answered and handle measure two different actions during an interaction. Answered counts how times an agent was the first to accept an interaction. Handle counts how many interactions an agent was involved in. Handle includes answered interactions, transfers, callbacks, and outbound calls. For example, Agent A is the first to accept an incoming call. Agent A talks to the customer and transfers the call to Agent B, who also talks to the customer and completes the interaction. For that interaction, Agent A has one answered and one handle, and Agent B has zero answered and one handle. 

    Answered and handle also differ in when PureCloud count them. Answered counts in the interval when the agent connects to the interaction. Handle counts in the interval when the interaction ends. For example, an agent answers a call at 10:25 AM and ends the call at 10:45 AM. The answered metric for the agent and interaction would count in the 10:00 AM interval. The handle metric would count in the 10:30 interval.

     

  • What is the format of downloaded screen recordings?

    Screen recordings use the WebM format. You can use any media player that plays back WebM files.

  • What is the location display for international locations?

    • Person in the US looking at a person in the US = city, state
    • Person in the US looking at a person outside the US = city, country
    • Person outside the US looking at a person in the US = city, state, country
    • Person outside the US looking at person in the same country = city, region
    • Person outside the US looking at a person in another country = city, country

  • What is the maximum number of people I can have in my organization?

    Your organization can include as many people as you want. 

  • What is the maximum prompt file size?

    The maximum prompt file size is 25 MB.

  • What is the screen recording frame rate?

    3 frames per second.

  • What kinds of files can I store or view in Documents?

    You can store nearly every type of file in your Documents repository. For more information, see About supported file types.

  • What licenses do I need for External Contacts?

    • You automatically get the basic External Contacts feature with with any PureCloud user license, including the free license.
    • SalesForce integration requires a PureCloud 1 license.
    • Interaction History requires a PureCloud 3 license.

  • What permissions are not associated with a default role?

    Some permissions are not associated with any default roles in PureCloud. For a complete list of permissions not assigned to a role by default, see the unassigned tab in the Products, roles, and permissions list.

    If you want your users to have these permissions, add the permission to a default or user-added role and assign the role to the users you want to have the permission.

  • What ports does screen recording require?

    For more information about screen recording ports, see Ports and services to configure on your company firewall.

  • What public IP addresses does PureCloud use?

    PureCloud uses public IP addresses provided by Amazon. These public IP addresses change frequently. For more information, see Ports and services to configure on your company firewall.

  • What PureCloud license do I need to find, view, and verify a contact’s profile?

    You need a PureCloud 2 or higher license to find, view, and verify a contact’s profile.

  • What scenarios cause an interaction to have an inbound/outbound direction in reports and views?

    The following examples would cause an interaction to have an inbound/outbound direction on reports and views. This list does not contain every possible scenario.

    • A call into a queue (inbound) with a completed callback (outbound)
    • An email interaction sent on behalf of a queue (outbound) that the customer responds to (inbound)
    • An outbound message sent (outbound) that the customer responds to (inbound)

  • What should I do when I remove a physical phone from PureCloud?

    When a physical phone is provisioned and registered in a PureCloud organization, certain configuration details, such as the Line Appearance ID, are stored in PureCloud and on the phone itself. If you later remove/replace the physical phone and do not intend to reuse it in your PureCloud organization, you should perform a factory reset on the phone. Doing so will prevent potential Line Appearance ID conflicts should the phone ever be inadvertently reconnected.

  • What’s the difference between a script template and a component template?

    Script editor offers two types of templates:

    • Script templates are entire scripts that have been packaged for reuse. When you create a new script, you may select a script template. See Templates page.
    • Component templates contain one or more visual components (text boxes, images, buttons, and so on) that you can insert into a script page. See Insert components from a template.

  • When does the PureCloud Voice billing cycle start and end?

    The PureCloud Voice billing cycle begins and ends at 7:00 UTC time. More specifically, your invoice for a particular billing cycle will show all calls placed after 7:00 UTC time on the billing cycle start date through 7:00 UTC time on the billing cycle end date.

  • When we click View in Salesforce on the Call Log window, why does the page sometimes refresh and sometimes not refresh?

    This behavior varies depending on if you are in Sales or Service Mode in Salesforce. 
    In Sales Mode, clicking View in Salesforce on the Call Log window causes the webpage to reload. The integration transfers data in the Call Load window to the Salesforce page.
    In Service Mode, if the Task tab is already open, the integration does not reload the tab when you click View in Salesforce

  • Where are downloaded recordings located on my computer?

    If you have the correct permissions, you can download recordings one at a time from PureCloud.

    The download location depends on your operating system and which browser or desktop app you’re using. If you are using a computer managed by your company, your operating system or web-browser configuration could also affect the download location. 

    If you cannot locate a recording that you downloaded, try these steps:

    1. If you are using the PureCloud web app, then check to make sure that your web browser allows pop-ups from PureCloud.
    2. If you are using the PureCloud web app, then do an Internet search for your “web browser + downloads” to find out where your web browser stores downloads and whether you can set the location.
    3. If you are using the PureCloud desktop app, look for another dialog box that appears outside PureCloud. That window contains the name of the download, which you can click to open it and find its file system location. It is possible that the download window popped up behind PureCloud.

    You can also change your default download location.

  • Where can a developer find information about outbound dialing?

    PureCloud developer tools are documented in the PureCloud Developer Center. This site is for developers, partners, and anyone interested in interfacing directly to PureCloud from their favorite language.

    The Platform API has information on how to set up and use dialer resources, such as campaigns and contact lists, including tutorials about:

    • Inserting records into a dialer call list and starting the campaign.
    • Creating a campaign that can be run to place outbound calls.
    • Creating a contact list for use with outbound dialing campaigns.
    • Uploading contacts to an existing outbound dialing contact list.

    The Developer Center is updated frequently, so check back often.

  • Where can I download the PureCloud apps?

    You can download and learn more about the PureCloud desktop app in the Desktop app article. You can also access PureCloud by going to the web app from a web browser. For more information about the web app, see the Web app article. 

    You can download the PureCloud apps for iOS and Android devices from the Mobile apps article. PureCloud has two apps for mobile devices: Collaborate and Documents. Search for and communicate with other users in the Collaborate app, and Access files stored in PureCloud with the Documents app. 

  • Where can I find a list of future PureCloud features or a feature roadmap?

    Genesys hosts PureCloud webinars for customers that provide quarterly feature roadmaps and detailed product updates. Invitations to the webinars are sent to Genesys customers and partners. If you are a Genesys customer and need an invitation, contact your Customer Success Manager (CSM).

    Recorded roadmap webinars are available on the Genesys Knowledge Network under the Roadmaps and Releases tile. 

    For a list of features expected to be available in the next weekly PureCloud release, see the Features coming soon page.

  • Where can I find details about faxes I have sent?

    To see details about a fax, such as the number you sent the fax to and when the fax was sent, go to the fax’s file in Documents and view the audit trail for the file. 

  • Where can I find sent or received faxes?

    PureCloud Documents stores any faxes you send or receive as files in your workspace.  Search for the file to find your fax. You can also view received faxes in your inbox

  • Where can I find the External Contacts sample CSV bulk import file?

    PureCloud provides a sample CSV file to help you format the information properly for your external contacts and organizations. To ensure the file is always up to date, the sample CSV file resides in PureCloud.

    Use these steps to download the file.

  • Where do I find a list of features included in PureCloud licenses?

    For PureCloud feature licensing information, see the PureCloud Pricing Guide on the Genesys corporate site. Scroll down to Compare plans, and then click to expand the feature that you want to learn more about.

  • Where do I find PureCloud training?

    PureCloud training is located at https://training.mypurecloud.com/.

  • Where do I find PureCloud webinar recordings?

    PureCloud webinar recordings

  • Where is my data stored?

    When you upload a document to PureCloud, it is securely stored in our cloud. This allows you to access the document from any computer and mobile device that you use to connect to PureCloud.

  • Which additional roles do contact center agents and supervisors need?

    Contact center agents and supervisors need extra roles assigned to them so they can see the features they need to complete their work.

    • Agents need the agent role in addition to the PureCloud User role.
    • Contact center supervisors need the supervisor role in addition to the PureCloud Supervisor role. 

  • Which Salesforce API does PureCloud for Salesforce use?

    PureCloud for Salesforce is based on the Salesforce Open CTI APIs, which is what Salesforce currently supports. The CTI Toolkit has reached end of support with Salesforce and is not used with the integration.

  • Who can I share files with?

    You can share files with anyone, including PureCloud groups and people who are not PureCloud users. For more information, see Sharing files and Share a file.

  • Who can see my documents?

    You are the only person who can see documents in your personal workspace. Even PureCloud Administrators cannot access your personal workspace.

    All of the documents in a group workspace can be seen by any member of that workspace.

  • Why am I having difficulty re-provisioning my phone using the global phone provisioning service?

    The global phone provisioning service creates a 1:1 association between the phone’s MAC address and a customer’s PureCloud organization. As such, the phone cannot simultaneously exist in more than one PureCloud organization. More specifically, the global phone provisioning service may not find your phone if the MAC address exists in another PureCloud organization. If you need to re-provision a phone in a new PureCloud organization using the global phone provisioning service, you must first remove the phone from the existing PureCloud organization.

  • Why are calls from users with only extensions being blocked in PureCloud Voice?

    Calls from PureCloud Voice must have a valid number associated with them. If a user has an extension but no DID number assigned to them in their profile and a fallback outbound calling address is not defined in the trunk settings, outbound calls can fail. For more information, see Set the outbound calling address.

  • Why are calls not recording?

    Call recording requires that Line Recording is enabled on the SIP trunk by a telephony admin. Complete the Enable line recording on the trunk procedure. 

  • Why are calls taking a long time to get to agents?

    To reduce the time for PureCloud to deliver outbound calls to agents, administrators and contact center managers can:

    • Disable answering machine detection.
    • Turn on auto-answer for agents and use persistent connection with Polycom and WebRTC phones.
    • Make sure that there are no hardware or headset issues with agents’ phones.

    For more information, see How PureCloud delivers outbound calls to agents.

  • Why are some features not visible in the UI?

    Note: The following PureCloud features currently require additional permissions settings to view:

    • Contact center features—The agent role is required to view agent contact center features, and the supervisor role is required to view the Queue and Agent dashboards and to view reports.
    • Voicemail tab—The Unified Communications permission is required to view the voicemail tab. Follow these steps to add this permission:
      • Click Admin > People and Permissions.
      • Click Roles/Permissions.
      • Click Edit Role.
      • Click the Permissions tab.
      • Click All Permissions.
      • Check General > Unified Communications.

    For more about permissions, see About People and Permissions and Products, roles, and permissions list.

  • Why aren’t fields appearing on my Salesforce pages?

    PureCloud for Salesforce gathers data that you can add as default or custom fields to certain Salesforce pages, such as Task Detail. These fields do not appear by default on Salesforce pages. Add the fields and then for new layouts, assign the layout to users.

    1. Add fields.
      1. In Salesforce Classic, click Setup.
      2. Search for and click Task Page Layouts under Build > Customize > Activities.
      3. Add a page layout or edit an existing one.
        • New page layout: Click New.
        • Existing page layout: Click Edit next to the Page Layout Name. 
      4. Drag a field, such as Call Duration, from the Task Layout list to the Task Detail section.
      5. Above the Task Layout list, click Save.

        The Task Page Layout page appears with the new field.

    2. For new layouts, assign the page layout to users.
      1. Click Page Layout Assignment.
      2. Click Edit Assignment.
      3. Select the page layout to use.
      4. Click Save.

    You can also add default or custom fields to Page Layouts for Campaigns and Campaign Members.

    1. Search for and click Page Layouts under Build > Customize > Campaigns or Build > Customize > Campaigns > Campaign Members.
    2. Follow the steps to add fields and assign page layouts to users.

  • Why can’t I find the chat group to receive webhook notifications?

    You must be a member of owners-only or members-only PureCloud groups to administer chat notifications (webhooks) to those groups. If you are not a member of those groups, you won’t find them when you attempt to specify the Chat Target in the PureCloud configuration. Ask the owners of those groups to add you as a member and then remove you when the configuration is completed. Note: You can administer notifications to public groups without being a member.

  • Why can’t I republish a user prompt after I update it?

    Ensure you have the Architect > Flow > Publish assigned to your user role. This permission is required to republish an updated prompt.

  • Why can’t I see Documents?

    In order to see Documents, you must have the Employee role or any role with the Content Management User permission. Contact your administrator for assistance.

  • Why can’t I see my AppFoundry app?

    Be sure your app is fully configured. In some cases, you must configure the app as a custom client app. For more information about completing this configuration, see About Custom Client Application integrations.

  • Why can’t I see the group workspace I need?

    In order to see a group workspace, you must be added as a member of it. If you don’t see the group workspace you want, ask your admin to add you as a member to that group workspace.

  • Why do calls disconnect when routed to an inbound call flow?

    Automatic speech recognition (ASR) is enabled by default for the starting menu of new call flows. If no ASR terms are defined on the starting menu, the system can disconnect the caller. To prevent unintentionally disconnecting callers, define valid ASR terms for the menu options or override ASR for the call flow. See Basic steps to design a flow and Set up the starting menu.

  • Why do I get error messages when setting up a custom MAIL FROM domain?

    If you use your own MAIL FROM domain, you must meet Amazon SES specifications as outlined under the Choosing a MAIL FROM Domain section of Using a Custom MAIL FROM Domain with Amazon SES in the Amazon Simple Email Service Developer Guide.

    For more information about adding a custom MAIL FROM domain, see Set up custom MAIL FROM configuration.

  • Why do I have problems when I log in to PureCloud multiple times at the same time?

    Currently PureCloud does not support logging in to the same PureCloud account multiple times simultaneously. Multiple simultaneous logins include: the same account logged in to multiple tabs or browsers, the same account logged in to the desktop app and in a browser, or the same account logged in on different computers at the same time. Multiple simultaneous logins do not include the same account logged into the mobile app and into a browser or the desktop app at the same time. 

    Multiple simultaneous logins can cause problems including unsuccessful phone interactions, missed notifications, views not refreshing automatically, and other inconsistent behavior. Problems occur partly because each client has a limited number of notification channels for these events. More than one login can cause a notification channel to close.

    Since problems can occur without you noticing them, developers added a notification that says “You are no longer connected.” If you see this notification, close the other instances of PureCloud and refresh the app.

    In the future, developers plan to remove the resource constraint so that the notification channels are no longer limited in this way.

  • Why do I need to re-enter my PureCloud credentials?

    Users in HIPAA organizations are logged out of PureCloud when their browsing session expires. Users are directed to the PureCloud login page and must re-enter their credentials. If users are on a call when the browsing session expires, the call is not interrupted. When the call completes, users are directed to the PureCloud login page and must re-enter their credentials.

    Users in non-HIPAA organizations are automatically re-authenticated when their browsing session expires. The re-authentication process causes PureCloud to reload. Users are returned to the page they were on when the browsing session expired. If users are on a call when the browsing session expires, the call is not interrupted. Users can choose to re-authenticate automatically after the call ends.

  • Why do I need to select a region?

    When you log in to the browser appdesktop app, or mobile app, you are prompted to select the region where your organization was created, for example, Americas, Asia Pacific (Sydney), Asia Pacific (Tokyo), EMEA (Dublin), or EMEA (Frankfort). If you are unsure about the region to select, contact your PureCloud administrator. Whether you are in the office, at home, or traveling, your access to PureCloud is routed to the URL corresponding to the location of the Amazon data center for your region. 

  • Why do I see articles on PureCloud features that I don’t have?

    There can be a few reasons why the Resource Center mentions features that you don’t see:

    • You don’t have the user permissions. PureCloud features are role-based, meaning that an administrator must assign you a certain role before you can access certain features. For more about permissions, see About People and Permissions and Products, roles, and permissions list.
    • You don’t have the license. Licenses for Collaborate, Communicate, and PureCloud 1, 2, and 3 all provide different features. The features available to you depend on what has been purchased for your organization. 
    • The feature is not released yet. PureCloud adds new features and enhancements every week. In anticipation of updates, the Resource Center can mention features that PureCloud does not have yet but will have very soon. For more information, see Continuous delivery model.

  • Why do I still get mobile app notifications after I close PureCloud?

    PureCloud mobile apps continue to push notifications unless you log out of PureCloud. Closing the app does not automatically log you out.

  • Why do my calls get sent to voicemail when I am in certain statuses?

    To prevent interruptions, PureCloud sends your calls to voicemail if you are in any of the following statuses: Busy, Break, Meal, Meeting, Training, Out of Office, or Offline. If you are an agent, On Queue, and completing a voice interaction, PureCloud can also send incoming non-interaction calls straight to voicemail, depending on how your administrator has configured agent utilization. For more information about statuses and their effects, see Presence, status and activity indicators or Agent presence, status, and activity indicators.

  • Why do sender IDs change in international SMS messages?

    When crossing an international border, the SMS message’s sender ID may change. 

    The Sender ID is controlled by the carrier, who’s priority is to ensure messages are delivered to their intended destination. Carriers may change the sender ID for outgoing SMS messages to improve deliverability. If the carrier changes the sender ID, any responses from the customer to the altered sender ID will not be received.

    The best way to preserve the original sender ID is to provision numbers from the same country of the recipient for which you intend to send messages.

  • Why do some webhook notifications not show up in my target chat rooms?

    There is a rate limit of 10 webhook notifications per second. If you are seeing some notifications but not others, try narrowing the focus of the webhook mappings by adding more filters.

  • Why does a flow I imported from another org shows validation errors?

    Importing a flow from an outside organization may require some configuration updates; even if you have items such as data actions with similar names. This issue may occur because the back end GUID does not match, and subsequently the actions are not automatically picked up in the new org.

    Until you update any configuration issues, Architect returns validation errors in the flow.

  • Why does my location sometimes display incorrectly?

    This may occur when the browser API returns an approximate location for the latitude and longitude coordinates provided for your location, for example, when using a device that does not have GPS, or when the Open Street Map data is inaccurate.

  • Why does the Offered metric not always equal the Answered plus Abandoned metrics?

    Flow-outs and PureCloud’s method of tracking metric statistics could cause the Offered metric not to equal the Answered plus Abandoned metrics.

    Offered interactions are either answered, abandoned, or flow-out interactions. Flow-outs are interactions that enter and leave a queue without getting answered by an agent or disconnected. They can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either answered, abandoned, or flow-out interactions.

    PureCloud tracks metric statistics in 30-minute intervals. An interaction could span multiple intervals. If an interaction enters a queue in one interval but is not answered or abandoned until the next interval, then PureCloud counts the interaction as Offered in one interval and as Answered or Abandoned in the next interval. For example, a call comes in to a queue at 7:28 and an agent answers the call at 7:32. PureCloud adds the call add to the Offered metric for the 7:00-7:30 interval but adds the agent’s answer to the Answered metric for the 7:30-8:00 interval.

  • Why doesn’t the Calling Party Name that I configure for a queue show up for the call recipient?

    When you specify a Calling Name in the trunk configuration and set the Name Override Method to Always, it takes precedence over the same setting for a queue. In other words, the Calling Party Name you configure for a queue will never appear if the Name Override Method for the trunk is set to Always. If the Name Override Method is set to Unassigned DID and a Calling Party Name is configured for a queue, then that Calling Party Name will show up for the call recipient

  • Why doesn’t the Email button work?

    You must have a default email application selected on your computer to use the Email button. If you do not know how to select default applications for your operating system, ask your IT department.Email button

  • Why don’t my credentials work when I log back in to PureCloud?

    If you have difficulty logging in to PureCloud, you may see this message:

    There was problem logging you in. Please check your email address and password and try again.

    After six unsuccessful consecutive login attempts, PureCloud temporarily locks your account. You can try to log in again after five minutes.

    Reasons for unsuccessful logins:

    • You typed your email address and/or password incorrectly. 
    • If your administrator set a password expiration policy, your password may have expired.

    Solutions:

  • Why is a user not receiving calls through their assigned DID number or extension?

    If a user has a DID number or extension assigned to them and they cannot receive calls through that DID number or extension, check the following:

    • If the user has both a DID number and extension, the DID number and extension are entered as different phones in the user’s Contact Information section in their profile. The DID number and extensions are considered different numbers and cannot be entered as the same phone. See Set your contact options.
    • The DID number and extension are listed and defined in the DID or extension pools
    • The user has the proper license type, roles, and permissions. See Check a user’s permissions

  • Why is an email routed from a queue to an agent no longer in that queue?

    For emails, PureCloud routes the interaction to the previous agent if the agent is on-queue, even if the agent is no longer activate in the queue from which the email routed.

    For example:

    • A customer sends an email to the Technical Support queue.
    • ACD email routes the email to Agent A in the Technical Support queue.
    • Agent A replies to the original email.
    • Agent A moves from the Technical Support queue and into the Escalated Support queue.
    • The customer responds to Agent A’s reply.
    • Agent A, while in the Escalated Support queue, receives the email from the Technical Support queue. 

     

  • Why is my Bridge Server disconnecting every 10 minutes?

    The Bridge Server uses long-lived secure WebSocket connections for bi-directional communication with PureCloud. Configure your web proxy to allow these connections.

  • Why isn’t the client appearing in Lightning?

    For the client to appear in Salesforce Lightning, change a few settings in Salesforce and create a component for the client.

    1. Set up your Lightning apps to use the Salesforce SoftPhone.

      In Lightning, the client appears as a component, or Lightning app, accessible from the bottom of your browser window. Follow the Lightning apps setup at Salesforce Lightning Experience

    2. Add URLs to the definition files.

      The managed package installed for PureCloud for Salesforce includes definition files for both PureCloud for Salesforce Classic and PureCloud for Salesforce Lightning. Make sure the URL for PureCloud for Salesforce Lightning points to the correct URL.  

      1. In Salesforce, click Setup.
      2. Search for and then click Call Centers.

        The All Call Centers page appears.

      3. Next to PureCloud for Salesforce Lightning, click Edit.
      4. Update CTI Adapter URL with https://apps.mypurecloud.com/crm/index.html?crm=salesforce.
      5. Click Save.
    3. Associate your user with PureCloud for Salesforce Lightning.
      1. Under your user name at the top of the page, click Settings.
      2. Click Advanced User Details.
      3. Click Edit.
      4. Next to Call Center, click the Lookup icon.
      5. Select PureCloud for Salesforce Lightning
        Tip: If PureCloud for Salesforce Lightning does not appear in the Search Results, delete the text in the Search box and click Go! The Search Results update with PureCloud for Salesforce Lightning.
      6. Click Save.
    4. Access the client through a Lightning app.
      1. Click the App Launcher icon at the top of the page.
      2. Select the Lightning app, such as Sales, for which you created a phone component (step 1).

        A Phone component appears in the bottom of the page.

      3. Click Phone.

    The client is now visible in Lightning.

  • Will the Edge accept the Inbound Call in E.164 number format without the leading plus sign (+)?

    Yes.  If the site is configured with the default numbering plans, the Edge will accept the number and then normalize it to the E.164 number format (with the ‘+’).